A close-up of a server Description automatically generated While everyone has been talking about GenAI, we’ve been putting it to work for our people and our customers. We’ve been able to move fast because it’s built right into the ServiceNow platform.” Alex B ll, CIO – BT Business While everyon has be n talking about GenAI, we’ve been putting it to work for our people and our customers. We’ve been able to move fast because it’s built right into the ServiceNow platform.” Alex Bell, CIO – BT Business Telecommunications Service Management with Now Assist In the world of telecom, customer loyalty is the key to survival. Service and Network Operations leaders share a common goal—to provide effortless experiences and proactive issue resolution that drives customer satisfaction and loyalty. But instead of working together, they’re trapped in silos, disconnected from each other and customers. Frontline agents are overwhelmed with inquiries, while middle and back-office teams lack the critical information needed to resolve issues. Customers are left frustrated by slow, inconsistent service that forces them to repeat their problems across multiple channels. They face long resolution times, sometimes resulting in missed SLAs and damaged relationships. As digital-first experiences become the norm for both B2B and B2C, the pressure is mounting for Service teams to get customer service right. Customers want more self-service options and faster resolutions, while internal teams crave simplified workflows and easier ways of working. Unlock growth with AI-powered experiences across service and network operations With ServiceNow’s Telecommunications Service Management (TSM) solution, service leaders can finally break free from siloed, legacy systems. TSM offers a single AI platform designed specifically for telcos, unifying service and network operations. It’s purpose-built for CSPs with out-of-the-box industry standards, built-in AI, and pre-built integrations, allowing for faster adoption, lower costs, and a significant boost to customer loyalty. ServiceNow Telecommunications Service Management (TSM) Benefits Empower customers to do more Deflect calls and increase satisfaction by enabling customers to get more done themselves via AI-powered self- service that helps them find answers, get status updates, and take action. • Allow customers to quickly get answers, make service requests, and change appointments using a virtual agent powered by AI, on their preferred channel. • Allow customers to check their service status, make inquiries about potential issues, and follow step-by-step solutions, all without needing to engage an agent. • Automate service issue tracking by giving customers real-time updates and visibility, reducing the need to contact support. • Keep customers in the loop with proactive notifications during service disruptions and minimize escalations. Supercharge agent productivity Help agents quickly resolve issues with full customer and network context using AI-generated case summaries, diagnostic tests, and suggested resolutions. • Empower frontline agents with Now Assist to quickly understand service problems, speed up diagnostics, wrap- up cases faster, and generate knowledge articles for future like-cases. • Break silos between frontline customer service agents and network operations by bringing customer and network context together. • Equip agents with a configurable workspace that integrates key data like network performance, customer usage, imported bill ing data and past service interactions for a holistic view of the customer, helping them make quick, informed decisions during service issues. • Automate routine enabling agents to focus on complex issues and resolve network problems faster with clear visual guides for common tasks. Deliver the ultimate ecosystem experience Build stronger customer loyalty by delivering value faster, offering smart self-service options, and proactively addressing service issues before the customer even notices. • Serve your customers where they operate to provide them with a frictionless service and sales experience. • Rapidly onboard your customers and partners to deliver faster time to value • Connect across the entire value chain of customers and partners for a seamless service and issue resolution experience. • Keep track of customers’ products and services, notify customers about service issues or network outages before they notice, and cut down on calls by sending alerts about issues and their status. • Drive customer engagement and adoption using pre-built success blueprints and plays to reduce time to value and increase ROI . © 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks a re trademarks and/or regis tered trademarks of ServiceNow, Inc. in the United States and/or other countries . Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. SN_TPSM_02212024 servicenow.com Key capabilities of Telecommunications Service Management Did you know our industry workflows are built on our customer workflows? TSM combines purpose-built applications with CSM and core Platform capabilities to address common CX challenges Now Assist for TMT Accelerate customer service productivity with generative AI experiences Customer Success Improve customer satisfaction, retention, and renewal by managing the end-to- end journey Account Lifecycle Events Provide a structured, repeatable, and transparent onboarding experience for customers and stakeholders Service Bridge Quickly connect enterprise customers and suppliers running ServiceNow to optimize work across the value chain • Transport diagnostics: Monitor connections and reduce the time to recognize and resolve issues Proactive Service Experience Workflows • Issues: Proactively communicate service disruptions to customers, allowing them to monitor and track issue resolution progress via digital channels • Change: Identify impacted customers and pro-actively communicate planned maintenance with customers Proactive self-service Drive self-service from a portal integrated with knowledge, service catalogs, communities and chatbots Engagement Messenger Embed self-service experiences on any web or mobile website Service Operations Workspace Drive agent productivity with a modern visual design and unified navigation Omni-channel engagement Integrate customer interaction across the channel of their choice Service Portal Improve customer satisfaction with self- service capabilities Advanced Product Catalog Manage, visualize, and track product offerings and their components in a single configurable workspace Catalog Versioning Rapidly deliver product and service enhancements to published catalogs Horizontal Catalog Dependencies Create inclusive and exclusive dependencies between products, services, or resource 360º customer view Empower support teams with a 360º view of customer accounts Service-aware install base Model complex services and identify impacted customers to quickly prioritize work activities Service-aware CMDB Streamline service and network operations with a single common data structure Case, incident, problem, and change management Manage customer interactions and visually track case, incident problem and change status and SLAs 5G Services Launch differentiated 5G services quickly with network slice template models Real-time service health Data-driven automation and user experiences leveraging AI/ML Guided decisions Dynamically guide agents to resolve complex cases with contextual next best action recommendations Workforce optimization Improve visibility into agent workload, performance and overall operations Process Mining Data-driven approach to process mining that delivers insights to drive improved efficiency in the overall ordering process Aligned to industry standards Improve time to market using out-of-the- box workflows and industry standard integrations Telecommunications Service Management is aligned with TM Forum Open APIs: • TMF620 Product Catalog • TMF621 Trouble Ticket* • TMF633 Service Catalog • TMF637 Product Inventory* • TMF639 Resource Inventory Management* TM Forum conformance certified* Learn more about ServiceNow solutions for CSPs at servicenow.com/telecom
